The problem that this poses for a SaaS vendor is that at times it is critical that they communicate scheduled application downtime to their clients, and quite often the primary method for this type of proactive communication is via email.
If the client is like the rest of us then it is possible that they might miss the email or they might just forget that they read it. And, if the client misses the email or forgets that they read the email, and the application is unavailable when they want it – what do you think will happen? My bet is that your client will be pissed and he/she will blame you for faulty communication.
Now you might think “as specified in the SLA we have in place, all I am responsible for is sending a single email alert.” You may be correct but your thinking isn’t very customer focused and this way of thinking isn’t going to do much to enhance the relationship you have with your client.
Having a solid, trusting relationship with your clients requires more than just ensuring that your clients are notified of impending application downtime. You have to increase the probability that your notification is read, understood, and remembered. You have to minimize the chance that your clients are surprised by scheduled application downtime.
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